FedEx Sales Support Team

FedEx is a global leader in logistics, transportation, and e-commerce solutions, headquartered in Memphis, Tennessee. Founded in 1971, FedEx revolutionized the delivery industry with its overnight express service and continues to shape the sector through innovation, technology, and an integrated global network. FedEx serves more than 220 countries and territories with 400,000+ employees.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

In 2020, FedEx Sales Support in Europe operated under a fragmented, country-based model with 193 Sales Coordinators and 95 reporting lines. Processes varied across countries, automation was minimal, and Sales teams were burdened with administrative tasks, limiting their ability to focus on customer engagement and growth. There was no clarity of scope - Sales Coordinators have performed any tasks that Sales Manager would ask, bringing varied level of support for Sales Teams. There was a high level of dependency on the knowledge and experience of an individual Sales Coordinator. To address these issues, FedEx centralized the role, and developed a tech-enabled Sales Support strategy, covering 31 countries in Europe and supporting over 1,500 Sales professionals plus Sales leadership. The mission: provide consistent, scalable support based on priority areas that enhances speed and quality while developing future-ready talent. Through end-to-end standardization, digital enablement, and a strong governance model, we transitioned from a reactive support role into a strategic partner for Sales, delivering consistent, reliable, on-demand and proactive services.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1, 2023, FedEx Sales Business Services has delivered outstanding results that directly enabled Sales performance:

• Support for Sales alignment and portfolios distribution standardized and automated across Europe
• Sales Compensation & Revenue Adjustments process redesigned, simplified and standardized
• Salesforce cases workflow rolled-out to all countries and Sales segments, with average number of cases 7,000+ per month in more than 25 various support categories.
• Manual internal reporting was replaced by Salesforce applications, freeing time for more value-added activities
• On-demand support launched for customer master data (Customer Hierarchy Tool) for all Sales teams, reducing master data errors detected by Pricing anomalies tool from ~15/month to near zero
• Standard reporting tools launched to measure all support cases, trends and productivity of the Team. This allows Sales teams to rate support they receive and Managers to have coaching conversation with the team based on data
• Centralized knowledge hub to consolidate tools, training, job aids and SOPs used by the Team.

These improvements enhanced consistency, speed and service quality across 31 countries in Europe while eliminating manual tasks and significantly accelerating response times. The team achieved 40% structural efficiency gain and 25% headcount reduction in FY25 only, while maintaining a high Sales satisfaction score (always above 4.85 out of 5, and recently achieving 4.96) and transforming into a trusted strategic partner for Sales.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

FedEx Sales Team has achieved 9 consecutive quarters of the market share growth in Europe from the direct competitors (UPS and DHL). This will not be possible without strong Sales Support. Our measures show the quality of our service:

• Response time reduced from 0.5 in 2024 (when launched) to 0.25 (in 2025) business days
• Consistently high Sales satisfaction: 4.96 (out of 5) - measured through Salesforce cases
• Fewer escalations and higher first-time resolution

Few in our industry have centralizes Sales Support at the scale we have. We transformed a fragmented, country-based model into a streamlined, tech-enabled European Team delivering consistent value through standardization, deep knowledge, automation and clear governance. Our approach integrates digital tools, tiered levels of service, standardized workflows, Subject Matter Experts network, clear SOPs and Job Aids and has shifted reactive support approach into proactive support model that identifies and improves broken processes touching Sales.

Our Sales Support Team drives revenue growth by reducing corrupt selling time, allowing Sales to focus on customers, accelerating deal cycles, allowing faster customer onboarding and improving retention. By removing inefficiencies, streamlining processes and enabling faster data-driven decisions we have become a key contributor to FedEx's commercial success in Europe.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The attached presentation provides evidence of our impact, structure, and ongoing performance. It showcases how our tiered model - spanning 31 countries - delivers scalable, high-quality Sales Support across Europe.

Key highlights include:

• Tiered Operating Model: A clear structure from frontline coordinators to specialized digital teams ensures expert, end-to-end support.
• Strong Performance Metrics: Sales satisfaction rose from 4.88 (FY24) to 4.96 (FY25), with a 46% increase in case volume (57K to 83K), all while reducing headcount by 25%.
• Efficiency Gains: Initial response time improved from 0.54 to 0.25 business days; case resolution dropped from 2.38 to 1.57 days.
• Digital Enablement: Tools like the Adjustment Portal, Salesforce workflows, and Power BI dashboards enabled automation, better insights, and faster service.
• Cultural Recognition: Our team is celebrated through programs like the Ambassador's Club and SVP Sales Europe awards, with projects recognized globally (e.g., Adjustments Harmonization). These materials validate the consistency, scalability, and strategic value of our support-enabling Sales success and contributing directly to business growth.